Customer Service Repairs & Maintenance

Pin Point Recruitment
9.21 GBP Annual
17 Jan 2019
25 Jan 2019
Contract Type

Job Purpose

Responsible for providing excellent customer service and ensuring that all jobs are processed accurately and within agreed timescales

Stoke-on-Trent City Council has officially launched its new housing repairs and maintenance company, which aims to improve services for tenants and raise housing standards in the city. Unitas is a wholly-owned subsidiary of the city council and will deliver repairs and maintenance services to Stoke-on-Trent's 18,500 council homes and 600 public buildings.

Key Duties / Responsibilities

1. Distribute accurate data to the best placed operative to meet purpose

2. Ensure accurate information is received from operatives (including sub-contractors) regarding requirement for additional trades / materials following repairs diagnosis

3. Ensure accurate information is received from operatives upon job completion

4. Ensure you meet expected performance requirements for taking incoming phone calls

5. Ensure all of the above is placed on the IT system and the IT system remains fit for purpose

6. Ensure all operatives are aware of any system or Health and Safety flags and relevant Asbestos Information prior to accessing a property

7. Build ongoing relationships with team members, operatives to create a positive working environment 8. Act as a positive role model and be approachable to other team members

9. Take responsibility for you own personal development by identifying and addressing your own training needs

10. Implement and support any new practices which ensure the purpose of the service is met

11. Demonstrate adaptability in meeting specific customer needs

12. Act on any failure and waste within the system in accordance with the principles of work and feed this into any continual overall service improvement exercise

13. Demonstrate a positive attitude to Health and Safety and follow the right procedures and practices in place from the start

14. Ensure sufficient resource (operative, material) availability to allow the service to meet its purpose Page 2 of 3

15. Ensure all sub-contracted work is carried out to meet purpose of the service

16. Maximise the use of available resources

17. Identify and assist action on the system conditions which prevent the service meeting purpose

18. Measuring and examining the performance of the system against demand to meet purpose

19. Take responsibility and manage time and effectively to ensure deadlines are met

20. Take pro-active approach and reasonable care for the health and safety of themselves and others who may be affected by their activities at work, including occupants, visitors and members of the public 21. Report on any hazards or unsafe practices to Resource Controller Team Leader

22. Act in a professional manner at all times

23. Ensure protective clothing and Health and Safety equipment provided is used correctly and when required, in accordance with risk assessments

24. Maintain a working environment that is safe and without risk to health in accordance with the Unitas Safety, Health and Environment Management System

25. Ensure your business area is presented in a manner that reflects the Unitas image / value

26. Participate in performance reviews and undertake relevant training where necessary

27. Any other duties and responsibilities as may be determined after consultation between management and the post holder, having at all times full regard for the service areas competitiveness, efficiency and general viability

28. All duties and responsibilities should be carried out in accordance with agreed Unitas Policy and Procedures, having regard to Unitas policy commitments to efficient service provision, promotion of Equal Opportunities and Diversity, Corporate Social Responsibility and good employee relations

Knowledge and Experience

Proven administration

clerical experience Working to deadlines

performance targets Proven excellent and consistent communication skills often in demanding situations Providing excellent customer service in a fast-paced work environment Ability to set up

improve administration services and prioritise conflicting demands Skills and Abilities

Must be flexible and able to work as part of a team

Effective and consistent use of all communication tools available (phone, computer, face to face)

Excellent customer service awareness in all situations

Good IT skills

Flexible approach to meet the needs of the business

Willing to adapt to change Ability to be flexible with working hours and willing to work outside normal working hours

Willing to undertake training and development where appropriate